Running head: BSC SCORECARD SURVEY 1

Developing a Balanced Scorecard Employee Survey

Andrew ohn!on
"ran#ham Univer!i#y

BSC SCORECARD SURVEY $
A%!#rac#
&he au#hor di!cu!!e! #he crea#ion o' a %alanced !corecard employee !urvey( 'or a 'ic#i#iou!
elec#ronic! repair organi)a#ion* +ey elemen#! o' #he !urvey are pre!en#ed( along wi#h %e!#
prac#ice!*
Keywords: %alanced( !corecard( employee( !urvey( elemen#!( %e!#( prac#ice!
BSC SCORECARD SURVEY ,
Developing a Balanced Scorecard Employee Survey
A !urvey ha! #he po#en#ial #o improve a %alanced !corecard* -# can allow an organi)a#ion
#o gauge #he !en#imen# o' #he employee! #oward! #he !urvey* .i#h a /uic0 glance( i# can help #o
iden#i'y wha# i! wor0ing( and wha# i! no#* -# can allow an individual #o e1pre!! idea! 'or
improvemen#* &here i! no !#ra#egy #ha# will e1ecu#e 'lawle!!ly( #here i! alway! room 'or
improvemen#* .hen a !urvey i! developed( and deployed properly( i# can allow 'or an
organi)a#ion #o develop a !en!e o' cohe!ion*
Aligning the survey with strategy
A good organi)a#ion( would already %e a##emp#ing #o di!!emina#e #heir o%2ec#ive!( and
ini#ia#ive! #o employee!* Being #ha# #he ini#ia#ive! are no# e!o#eric( i# i! impor#an# #o align #he
/ue!#ion! wi#h #he ini#ia#ive!* &hi! can %e done a! par# o' a clima#e !urvey( or !epara#ely* -# i! a
good idea #o con!ider !epara#ing #he !urvey!* Organi)a#ion!( #end #o group annual #raining(
clima#e !urvey!( and o#her annual admini!#ra#ive #a!0! #oge#her* &hi! i! a mi!#a0e( clima#e
!urvey! can %ecome emo#ionally charged( and annual #raining i! o'#en !een a! a chore* - would
pre'er #o engage an individual heuri!#ically( a##emp#ing #o genera#e hone!# opinion!*
&hi! char# !how! how an elec#ronic! repair company could #ie !urvey /ue!#ion!( #o
ini#ia#ive! direc#ly*
Initiative Survey Question
Implement Extended Warranty Program Do you 'eel #he e1#ended warran#y program
o''er! value #o #he cu!#omer!3
Implement KPI Review Committee Do our +4-5! align wi#h !#ra#egy3
Implement Survey Program Can we improve our cu!#omer !urvey3
Worklow Kai!en 6ow many +ai)en! have you par#icipa#ed in
#hi! year3
Investigate Pre"Expenditure or repairs Doe! #he pre7e1pendi#ure program !ave u! #ime
and money3
BSC SCORECARD SURVEY 8
Implement Quality Produ#tion In#entive Are you mo#iva#ed %y #he /uali#y produc#ion
incen#ive!3
Alignment Campaign with $ewsletter Do you read #he new!le##er3
Edu#ational In#entive Program Do you 'eel #ha# you could 'ur#her your
educa#ion i' you wan#ed #o wi#h #hi!
organi)a#ion3
- would add a 'inal /ue!#ion o' 96ow can #he organi)a#ion improve rela#ion! wi#h you or #he
cu!#omer!3: Some /ue!#ion! could %e modi'ied( depending on #he po!i#ion o' #he employee* -
would pre'er a !urvey #ha# a!0!( ;ye!5( and ;no5 /ue!#ion!* ;17<5 or ra#ing #ype !urvey! #a0e le!!
#ime #o analy)e( %u# #hey will no# provide much in!igh# in#o #he i!!ue!* -n #hi! 'orma#( you could
a!0 #he employee #o e1plain any an!wer in one !en#ence* - would leave plen#y o' room 'or #ho!e
#ha# 'eel com'or#a%le e1panding upon #heir an!wer!*
Survey Results
4roper handling o' #he !urvey re!ul#! can %e more impor#an# #han #he !urvey i#!el'*
Anonymi#y !hould %e planned 'or( and pro#ec#ed a# all co!#!* -# i! impor#an# #ha# an organi)a#ion
crea#e an environmen# #ha# allow! 'or open communica#ion #ha# loo0! 'or improvemen#* &he
!urvey allow! an organi)a#ion #o direc#ly engage #he employee wi#h /ue!#ion!( which i# wan#!
re!pon!e! 'or* -' #here i! an i!!ue hindering improvemen#( #ha# involve! a !upervi!or( or in#egri#y
in #he organi)a#ion( #hey are unli0ely #o repor# i# wi#hou# %eing cer#ain #ha# #heir an!wer! will
remain anonymou!* Once you lo!e credi%ili#y 'or an anonymou! !urvey( i# will %e very di''icul# i'
no# impo!!i%le #o regain i#* &he num%er !y!#em can help preven# an individual 'rom e1po!ing
#heir iden#i#y* &he lo!! o' /uali#y re!pon!e!( warran#! o#her a##emp#! a# pro#ec#ing anonymi#y*
&he o#her advan#age #o #hi! #ype o' !urvey( i! i# 'orce! !eriou! analy!i! o' #he re!ul#!* -# i!
highly unli0ely( #ha# even a !mall organi)a#ion( would receive all po!i#ive re!pon!e!( #o #hi! #ype
BSC SCORECARD SURVEY <
o' !urvey* A'#er #he re!ul#! are analy)ed( i# would ma0e !en!e #o !end ou# an e7mail wi#h
generali)ed re!ul#!( and planned organi)a#ion re!pon!e #o nega#ive 'eed%ac0* Ad2u!#men#! can %e
made #o ini#ia#ive!( and o%2ec#ive! where nece!!ary*
Con#lusion
&he employee !urvey( regarding #he %alanced !corecard o' an organi)a#ion( provide! #he
oppor#uni#y 'or re'lec#ion( and improvemen#* -# allow! 'or #he employee! #ha# are ac#ually
implemen#ing #he !#ra#egy( #o give inpu# on wha# i! wor0ing* - #hin0 i# i! impor#an# #o #a0e #he
oppor#uni#y( #o a!0 #he employee! 'or !ugge!#ion!( and no# 2u!# ra#ing!* Anonymi#y o' #he !urvey
mu!# %e pro#ec#ed( in order #o achieve meaning'ul re!ul#!*
Re'erence!
=iven( 4* R* >$??@A* Balanced Scorecard Step-By-Step: Maximizing Performance and
Maintaining Results. 6o%o0en: ohn .iley B Son!( -nc*